Analytics for Avaya Experience Platform™ Public Cloud collects contact center events, translates them into measures and stores them in the reporting database. With these measures, you can create a suite of historical reports for Avaya Experience Platform™ Public Cloud, and view these reports using the Analytics for Avaya Experience Platform™ Public Cloud web interface. There are also a range of measures for use in real-time dashboards to provide an immediate view of the key contact center KPIs to supervisors and Contact Center managers. You can view real-time reporting dashboards using Avaya Workspaces.
Analytics for Avaya Experience Platform™ Public Cloud is a generic reporting platform, and is event agnostic. The measures that the platform uses are generic.
The Analytics for Avaya Experience Platform™ Public Cloud web interface is hosted in the cloud, and supports interactive historical dashboards, dossiers, scorecards, formatted reports, ad hoc queries, thresholds and alerts, and automated report distribution.
Using Analytics for Avaya Experience Platform™ Public Cloud, you can:
Streamline contact center operations
Reduce operational costs
Provide enhanced services to customers
Get insights from interactions to enhance customer experience and agent performance
Analyze interaction types that Avaya Experience Platform™ Public Cloud supports
